2021-02-04 CITIZENS UTILITY BILLING REVIEW AD HOC ADVISORY COMMITTEE AGENDACITIZENS UTILITY BILLING REVIEW AD HOC ADVISORY COMMITTEE
FEBRUARY 4, 2021; 4:00 PM
VIA TELEPHONE/VIDEOCONFERENCE
NOTICE IS HEREBY GIVEN that pursuant to the rules adopted by the City Council at its January
11, 2021 City Council Regular meeting, the Citizens Utility Billing Review Advisory Committee of
the City of Pearland will conduct a meeting on February 4, 2021 at 4:00 p.m., via telephone or
video conference in order to advance the public health goal of limiting face-to-face meetings (also
called "social distancing") to slow the spread of the Coronavirus (COVID-19).
Residents may watch this meeting online within 72 hours post meeting at:
https://www.pearlandtx.gov/departments/water-billing/utility-billing-advisory-committee
The Committee notes that Agenda items II, 111 and IV are standing and continuing items that are
expected to remain on the published Agenda for the duration of the Committee's charter. Time
allowance at each published meeting may require some or all of these items to be discussed on
a future agenda.
I. Approval of February 1, 2021 Minutes: Chairman Stephen Saboe
II. Input, Discussion, and Possible Action: Staff Response to Raftelis' Report
Recommendations — All committee members
a. Agreed, already underway
i. Recommendation 1: Foster a culture of engagement and continuous
improvement
ii. Recommendation 2: Establish formal performance measures to track
service delivery
iii. Recommendation 3: Review and update written standard operating
procedures (SOPs) regularly.
iv. Recommendation 4: Develop an enhanced training program.
v. Recommendation 7: Synchronize meter reading and billing cycles
vi. Recommendation 13: Adjust staffing to reflect short-term needs and
prepare for AMI implementation.
vii. Recommendation 15: Create an inclusive AMI Implementation Team
b. Agreed, with caveats (Time permitting)
i. Recommendation 5: Improve external communication plans for meter -to -
cash activities.
ii. Recommendation 8: Implement a streamlined meter -to -cash process.
•
iii. Recommendation 11: Create designated morning and afternoon call -
takers to streamline CSR workload.
iv. Recommendation 16: Continue engaging Tyler Technologies to resolve
inefficiencies and errors in New World.
c. No Opinion Put Forth (Time permitting)
i. Recommendation 9: Reorder billing cycles
ii. Recommendation 12: Transition to a centralized staffing structure over
time.
III. Input, Discussion, and Possible Action (Time permitting):
a. Disagree
i. Recommendation 10: Enhance delinquent account communications
ii. Recommendation 14: Pilot a 4-10 schedule for meter -to -cash staff.
b. No Opinion Put Forth
i. Recommendation 6: Consider alternative options to the 32-30 Plan.
IV. Input, Discussion, and Possible Action (Time permitting): Provide additional
recommendations to the City Council, as they apply to the Utility Billing systems,
processes and infrastructure that may not be captured in the Raftelis Report.
V. Input, Discussion, and Possible Action: Committee meetings accessible to the Public
either in person or via a live web link, vs. recorded format.
VI. Input, Discussion, and Possible Action: Information requests, set next meeting goals,
date/time and agenda.
a. Information requests from the Committee may require external or extraordinary
resources, with related costs; discuss process for Council / staff review and
approval of these resources.
I certify that a copy of this notice for the Citizens Utility Billing Review Ad Hoc Advisory Committee
on February 4, 2021, was posted at City Hall, 3519 Liberty Dr., Pearland, TX 77581 on February
3, 2021 by 4:00 p.m.
Stephen Saboe
Chairman
Citizen Utility Billing Review Ad Hoc Advisory Committee
•